Note: The job is a remote job and is open to candidates in USA. Crescendo is a company that represents peak CX performance in the AI era, combining outsourcing expertise with innovative technology. They are seeking a German–English Bilingual Customer Support Specialist to deliver high-quality customer support for a global children's entertainment company, assisting families with product usage and inquiries.

Responsibilities

• Provide outstanding customer experience across email and live chat in both English and German
• Handle customer inquiries ranging from product information, order support, account questions, and basic technical troubleshooting
• Meet customer service KPIs defined by the Customer Happiness Manager (response time, resolution time, CSAT, etc.)
• Consistently achieve individual and team performance goals
• Demonstrate strong understanding of policies, processes, and product guidelines
• Work cross-functionally to resolve complex customer issues efficiently
• Collect and share customer insights to improve product experience and service quality
• Identify recurring issues and escalate trends for timely resolution
• Proactively collaborate with internal teams to improve workflows and customer experience
• Confidently navigate multiple tools and platforms (CRM, ticketing systems, knowledge bases)
• Support additional tasks as assigned by the Customer Happiness Manager

Skills

• 1+ years of experience in a customer service or support role
• Fluent German and English communication skills (written and verbal)
• Strong organizational skills and ability to work across global/time-zone distributed teams
• Friendly, calm, and customer-focused personality
• Strong problem-solving and critical thinking abilities
• Proactive, collaborative, and solution-oriented mindset
• Active listener with strong attention to detail
• Quick learner with the ability to adapt to new systems and processes
• Experience in consumer goods, toys, electronics, or subscription-based products is a plus
• Experience with Zendesk or similar customer support tools is an advantage

Benefits

• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical, dental, and vision options
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams

Company Overview